Service Desk Analyst

Accountabilities

• • Handle IT service desk calls and requests while following established support procedures and service-management practices.
  • Provide Level 1 and Level 2 technical support for Windows, Microsoft Office, VPN, telephony, server infrastructure, and enterprise applications.
  • Troubleshoot Windows 11 user-profile, email-configuration, application-installation, and general desktop issues.
  • Support Active Directory activities including password resets, user-profile changes, and application or patch distribution through tools such as WSUS and SMS.
  • Diagnose basic networking issues involving DHCP, DNS, IP configuration, connectivity, and other network fundamentals.
  • Use remote-support technologies such as RDP and comparable remote-access tools to troubleshoot user environments.
  • Proactively monitor key infrastructure components and perform initial troubleshooting when issues are detected.
  • Create, maintain, and follow knowledge articles to document technical resolutions and improve first-contact resolution.
  • Ensure user issues are handled efficiently while maintaining a strong focus on customer satisfaction and service quality.
  • Follow established IT processes completely and accurately, identifying opportunities to improve workflows and the overall user experience.
  • Collaborate with colleagues and other IT teams to resolve incidents, escalate complex issues, and maintain service continuity.
  • Provide technical support within a 24/7 operational environment and adapt to assigned shifts as required.

  Requirements

  • 2–4 years of hands-on experience supporting enterprise productivity tools, including Microsoft Word, Excel, PowerPoint, and Outlook.
  • Strong understanding of the Windows 11 enterprise environment, including user profiles, email configuration, and application installation.
  • 1–2 years of experience administering or supporting Active Directory, including password resets, user-profile management, and application or patch distribution.
  • Basic understanding of Microsoft networking configuration for PCs, including DHCP, DNS, IP addressing, and connectivity troubleshooting.
  • 1–2 years of experience with international service desk operations and remote-support technologies such as RDP or similar tools.
  • Good understanding of network and server fundamentals.
  • Basic knowledge of the ITIL framework; ITIL V3 Foundation certification or equivalent knowledge is an advantage.
  • Experience working with ServiceNow is preferred.
  • Experience supporting enterprise applications such as Oracle EBS is an advantage.
  • Knowledge of installing and supporting applications such as Studio.Net and Visio is a plus.
  • Familiarity with Mac OS environments is beneficial.
  • Strong logical and analytical thinking, with the ability to investigate unfamiliar technical issues systematically.
  • Excellent verbal and written communication skills.
  • Ability to execute assigned tasks independently while working effectively as part of a team.
  • Strong process discipline and the ability to follow technical procedures accurately and consistently.
  • A continuous-improvement mindset, with the ability to document solutions and identify ways to improve efficiency and user experience.
  • Willingness and availability to work in a 24/7 support environment.

  Benefits

  • Full-time remote opportunity based in India, with the role supporting a global enterprise environment.
  • Opportunity to work across desktop support, enterprise applications, networking, infrastructure, and IT service management.
  • Exposure to technologies including Windows 11, Active Directory, Microsoft Office, VPN, remote-support tools, WSUS, and ServiceNow.
  • Opportunity to develop expertise in ITIL-aligned service management and enterprise IT operations.
  • Collaborative environment focused on learning, teamwork, and continuous improvement.
  • Opportunity to make a direct impact on employee productivity and user experience.
  • Comprehensive benefits package and additional employee perks.
  • Supportive workplace culture that values inclusion, professional development, and employee wellbeing.